We set up the helpdesk portal to allow users to enter support tickets. When they select an existing ticket, they are only able to enter comments against the ticket and don't see the fields on the portal.

If you want them to SEE the fields (thinking you're talking about "Category", etc.) then you need to go to Settings > Advanced & International Options > "Standard Attributes" and select "Visible to user" under the attribute you're wanting them to see.

1st Post

I would like to know how to do this to!!!

We have the same issue at hand now, after the ticket is submitted (via portal or email) the custom attributes show up as: "Department: not provided," I would like to see this as a drop down field that is selectable/editable.

Albeit, with the portal we can use required attributes, 90% of our users submit using email. I have designed our template to show which values we need them to login and provide, but after checking user view of the portal, they can't edit the field!